From 14 to 16 May, the city of Rivne hosted a three-day training titled "Developing Emotional Intelligence and Preventing Burnout for Administrative Services Centre (ASC) Staff." Organised by the Polaris Programme "Supporting Multilevel Governance in Ukraine" in cooperation with the Rivne Regional Military Administration, the event brought together around 30 ASC managers and administrators from across the region.
At the heart of the training was the human factor in public service. Those who serve others daily also need systematic support, tools for self-care, and techniques to maintain their inner strength. As Oleksandr Koval, Head of Rivne Regional Military Administration, highlighted in his opening remarks:
“Today, Ukraine is not only defending itself from an external enemy but also fighting for the inner resilience of every individual. It’s a struggle for mental wellbeing and the ability to regain strength, even in the most challenging times. ASC staff are the front line of calm and order for citizens. They especially need to know how to protect their own resources. Trainings like this one are a step towards a stronger, more resilient, and mentally healthy nation.”
The event also featured welcoming addresses from Susanna Dellans, Representative of the Polaris Programme in Ukraine, and Hanna Kinash, representing the Ministry of Digital Transformation of Ukraine. Both speakers underscored the importance of systematic support for those working on the frontlines of digital transformation.
Three Days of Emotional Literacy
The training covered essential aspects of emotional intelligence – from understanding the nature of emotions to developing personal recovery strategies. Participants practised emotional regulation in stressful situations, assessed burnout risks, and explored tools for psychological wellbeing.
The sessions were led by Leonid Nikolaev, an experienced psychologist, facilitator, and author of emotional intelligence programmes for the public sector.
“This training wasn’t only about learning techniques,” Nikolaev shared. “It was about creating a space for sincere conversation, deep reflection, and realignment. A strong team starts with balanced, self-aware people who understand themselves and those around them.”
He added:
“While much attention is paid to technical modernisation in ASCs, we must also preserve the human face of public service. Knowing ourselves, recognising our emotional responses, and being able to manage them – these are also critical professional skills. Emotional resilience ensures quality interaction with every citizen who walks through our doors.”
Format and Impact
The training combined interactive lectures, hands-on sessions, group work, reflective exercises, and one-on-one consultations. Participants created personal wellbeing plans, learned to identify early signs of burnout, practised energy management, and discovered how to incorporate emotional intelligence into daily service provision.
Alla Kovalchuk, expert for the Polaris Programme’s Administrative Services Accessibility stream, reflected:
“This training became a vivid example of how professional growth is inseparable from human support. We saw genuine interest, deep engagement, and countless requests to continue this initiative. Over the three days, we didn’t just talk about emotional intelligence – we built a space of trust, respect, and shared growth. Participants walked away not only with knowledge but with practical tools for personal resilience. Such events shape strong, mature, and competent ASC teams across communities.”
Participant Impressions
The event received overwhelmingly positive feedback. Participants praised the well-balanced structure, professional delivery, and warm, inclusive environment. For many, it felt less like a training and more like a reset – an opportunity to pause, reflect, and reconnect with their work from a renewed perspective.
Participants shared their impressions of the training, noting its rich content, engaging yet subtle delivery, and emotional resonance. They described the format as a “breath of fresh air” in their demanding daily routines and expressed hope that such trainings would become a regular practice. Again and again, they voiced appreciation for the trainers – for their openness, respect for each participant, and the genuine sense of partnership fostered throughout the shared journey of growth.
The Rivne training once again confirmed: ASC professionals are not just administrators – they work with the deeply personal. Their wellbeing is the foundation for meaningful interactions with citizens. And the Polaris Programme remains committed to supporting them every step of the way.
